First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

About the Position

Under minimal supervision, manages relationships with recurring customers through effective communication (emails and inbound or outbound calls.) Identify risks related to recurring customers such as customer satisfaction level, pricing issues or customer stops contacting for new or recurring business. Responsible for assessing risks of customer satisfaction, understanding behavior changes and takes corrective actions based on customer analysis. Is responsible for maintaining records for each customer such as if the customer contacts changed. Also, is responsible for interacting with internal customers at the location support level. May provide direction to lower level Representatives or act as an informal mentor.

Responsibilities:

• Manage a high volume of inbound/outbound phone and email contacts from recurring customers who are calling to book recurring or new business or ask questions about upcoming charters.
• Easily navigate through multiple systems and websites
• Using basic sales techniques, understand customers' needs to receive all required information needed, upsell on every interaction to increase the value of the order or identify other sales opportunities within Charter or First Student related to Corporate customers.
• Once information has been received from customer, coordinate internally for the upcoming charter
• Enters and sends booking invitations to locations with available capacity (via phone, SharePoint or Outlook depending on appointment urgency).
• Maintains information related to customer documentation such as if the contact at the customer changed.
• Enters information into SharePoint and manages responses from location
• For recurring customers responsible for, understands the level of customer satisfaction, issues with pricing etc. Takes corrective actions when customer behaviors change to signal low satisfaction.
• Responds to customer inquiries and problems providing timely and accurate information or directing inquiries to supervisors if needed.
• Remains informed on new policy, pricing, procedures, and other general information of interest to customers.
• Support lower level staff employees. Expected to be a role model for all lower level staff.
• May also lead classroom training for new and/or existing employees.
• All other duties assigned.

Qualifications:

• 5 years' experience providing customer service or sales in a call center environment preferred but not required
• Excellent oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat and friendly personality
• Advanced customer service skills; must be passionate about delivering quality service and making a difference in the customer experience. Advanced ability to assess customer satisfaction level based on customers behaviors.
• Ability to listen attentively, solve problems creatively, create win-win situations with internal and external customers
• High attention to detail; able to enter data in an efficient and accurate manner
• Strong ability to develop and maintain professional working relationships
• Ability to learn quickly and adapt to change in a fast-paced environment
• Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance, and take appropriate action with little supervision
• Advanced ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Advanced computer skills - Windows, Excel and Outlook - and be internet browser proficient
• Proactively seek inputs and advice from others; fosters collaboration and ideation sharing

Physical Requirements and Working Conditions

• Incumbent must be able to move about the office and between floors; sit for long periods of time; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.
• Office type call center environment

Apply today and get your career on the road with First Student!